Resident Customer Care Manager

2 weeks ago

London, Canada Boardwalk Full time

Boardwalk provides Canadians with a quality, comfortable, home living experience. We offer rental apartments and townhouses that come in a wide breadth of shapes, sizes and sets of amenities. We operate 33,000 units across Alberta, British Columbia, Ontario, Saskatchewan, and Quebec.

Boardwalk recognizes our Associates as our most valuable asset. We are proud to provide competitive wages, profit-sharing, and amazing benefits like flexible group medical and dental, fitness reimbursement, training and development, group RRSP matching, rental discounts, and more

We pride ourselves in providing the best customer service and helping people find their perfect home. Customer Service is an integral part of our Company Values and we are looking for individuals who are passionate about the same. If you have previous customer service, sales, or property management experience, we’d love to hear from you

**Responsibilities**:
Manage a portfolio of approximately 100-299 suites
Must live on-site
Applicant must love people, be versatile, hands-on with cleaning and maintenance tasks and take ownership of the site
Duties include scheduled office hours and on-call duties (excluding scheduled days off)
Successful applicants must have a flexible schedule and be available to respond to all on-call needs outside of regular business hours

**On-call requirements include but are not limited to**: answering calls, showing suites, responding to emergencies, attending to after-hours complaints such as noise complaints, cleaning duties, maintaining building quality standards, etc.
Supervise and Direct Site Staff (Landscape, Maintenance, Cleaning, Security and Customer Service associates)
Liaise with H.R. to fill job vacancies
Conduct final interviews for new site Associates
Complete orientations for new hires on site, orient all staff with occupational health and safety polices, complete forms as necessary.
Conduct required performance reviews, conduct regular meetings with staff as required.
Reward, encourage, and motivate staff. Manage disciplinary action as required.
Schedule work shifts; approve overtime. Review and verify staff hours worked for payroll.
Ensure Quality of building interiors and exteriors. Conduct Site visits and inspect suites between residents.
Prepare for quarterly “Vice President of Quality Control Inspections”.
Control Inventory for building operations. Oversee ordering of parts and supplies by site. Ensure site has all supplies to run appropriately. Oversee administration of inventory.
Coordinate advertising as required
Analyze current market conditions and make recommendations accordingly (rental rate, pay scale, etc.)
Ensure appropriate, ongoing building administration. Maintain weekly spreadsheets. Regulate specific and overall site costs. Review building operation checklists and update building statistics on an ongoing basis.
Develop professional relations with Tenants. Respond in a timely fashion to tenant concerns, questions, etc.
Coordinate default administration.
Conduct Financial Analysis. Monitor spending and revenues. Prepare budgets. Analyze financial statements for buildings. Conduct appropriate market research.
Complete all required administration for the position on a tablet

**Experience and Educational Requirements**:
Previous Leadership experience an asset.
Property Management Experience an asset.
Post-secondary education required

**Technical Requirements**:
Advanced computer skills; Excel, Word and other Office 365 functions.
Ability to learn internal systems.
Familiarity with computer tablets is an asset
Valid driver's license and vehicle

**Non-Technical Requirements**:
Excellent leadership and motivational skills
Dedicated to building better communities for all our Customers and surrounding communities
Strong commitment to providing excellent customer service to fellow associates
Ability to handle sensitive information and maintain utmost confidentiality at all times
Proven analytical skills
Excellent listening and telephone skills
Effective organizational and planning skills
Ability to work independently and with other associates in a team environment
Ability to multi-task and prioritize (excellent time-management skills)
Demonstrate a positive attitude, enthusiasm and assertiveness
Willingness to complete rotating on-call shift as scheduled

Interested applicants are invited to submit a cover letter and resume.
- _____________________________
Ready to shape the future of our communities? Come work with us and learn where doing what you love means never working a day in your life

Deeply rooted in family spirit and humility, Boardwalk’s five core values of integrity, associates, teamwork, customer service and social responsibility are more than just words - they are a way of life. Coupled with our Golden Foundation of ‘treat others as you would like to be treated,’ ‘be good,’ ‘love community’ and ‘have fun,’ we believe in happiness and creating the most mem

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